Customer Support Specialist

The Customer Support Specialist works as a part of our Customer Success team and is responsible for the support of our software.
Customer Support Specialists play a vital role in the day-to-day operations of our customers by answering application questions, analyzing and solving technical issues, and fielding customer requests.
This individual must be organized, excellent at time management and problem-solving, and able to effectively communicate status to multiple parties.
They must have a passion for building customer relationships and providing our customers with the highest level of customer service.
Key Responsibilities Provide exceptional customer service that exhibits warmth, empathy, and teamwork.
Monitor and quickly resolve incoming support tickets, emails, live chat sessions, and phone calls for all products.
Research and troubleshoot any issues with products and workflows.
Communicate technical details effectively to a customer.
Develop and update both internal and customer-facing knowledge base documentation for all applications.
Work closely with other teams to report and resolve application issues to ensure applications are meeting the needs of the customer.
Work with customers to ensure the successful onboarding of new users.
Perform quality assurance testing.
Participate in shift or on-call rotation as needed by the department to ensure all support hours are effectively covered.
Maintain excellent verbal and written communication skills and a high level of customer service with a focus on first reply resolution.
Skills Knowledge and Expertise Experience with retailer compliance program (deductions, on-time in-full, etc.
) preferred, but not required.
2-4 years of SaaS product support experience preferred.
Technical knowledge to understand the architecture and dependencies of the SupplyPike suite of products.
Ability to multitask and prioritize issues.
Ability to build positive relationships with customers through clear, concise, and timely communication.
Culture Code SupplyPike Culture (more here) SupplyPike is Great Place To Work™ certified and is recognized as Arkansas’ Best Places To Work.
We pride ourselves on creating an open, transparent, and collaborative work environment.
The SupplyPike company pillars are: Intellectual Curiosity: We advocate for our employees to explore new concepts, enhance their knowledge, and better themselves.
Collaboration: We encourage cross-team collaboration and interdisciplinary skills.
Lean & Agile: We embrace the concept of fast iterative development.
Intellectual Integrity: Our work culture is all about ownership and agency where we can reflect upon mistakes and learn from them.
Empathy: We strive for a welcoming and considerate environment where we take a “no blame” approach.
Play: We set aside time for social clubs, events, team outings, and lunches.
About SupplyPike SupplyPike is on a mission to change the lives of suppliers by giving them amazing tools to change the way they work.
But that won’t happen without awesome people like you joining our team! Founded in Fayetteville, Ark.
in 2018, SupplyPike is a diverse group of smart, caring, and driven people that want to make a dent in the world.
We strive to treat each other as human beings, and that means creating an inclusive environment where everyone can be themselves and freely contribute ideas, express dissent, and share experiences that will help us grow as people and as a company.
About Northwest Arkansas Beautiful NWA, nestled in the lush Ozark Mountains, consistently ranks in the Top 5 U.
S.
News best places to live in the U.
S (2021, 2020, 2019) for its quality of life and cost of living and the Top 10 in job growth (Forbes).
In addition to being the home to two Fortune 100 and three Fortune 500 companies, Northwest Arkansas also has a strong entrepreneurial community with a growing number of startup companies.
Department Customer Success Employment Type Full Time Location Rogers.
Arkansas Workplace type Hybrid Reporting To Manager of Customer Support